About us : Network International is the largest Financial Technology company in Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we are growing in direct to consumer card segment as well.
The Customer Service & Excellence (CSE) team member is responsible for delivering high-quality client support, driving operational excellence, and fostering strong relationships across internal and external stakeholders. This role requires foundational system knowledge, process expertise, and a proactive approach to resolving issues and enhancing client satisfaction. The team member will operate from Jordan, providing dedicated support to clients based in the UAE.
Responsibilities :
Technical & Operational Support
- Act as Level 1 Technical Support for accounts managed by the CSE team.
- Utilize system knowledge and process expertise to resolve client issues efficiently.
- Escalate unresolved issues internally to ensure timely resolution.
Customer Complaint Management
- Ensure customer ticket stability by adhering to complaint management principles.
- Maintain a structured approach to tracking and resolving client-reported issues.
Issue Resolution & Escalation
- Support the team in resolving high-priority issues with potential financial, reputational, or service impact.
- Record all client issues—escalated or not—in the issue register.
- Escalate breaches in turnaround time (TAT) to the CSE Senior Manager promptly.
Client Engagement & Feedback
- Conduct daily/weekly discussions with the team on open client issues.
- Ensure client feedback is shared with relevant units:
- If within operations: ensure resolution.
- If outside operations: escalate to respective team heads (e.g., Projects, Business, Finance).
Follow-ups & Coordination
- Undertake internal follow-ups and manage upcoming operational requirements for each client.
- Ensure traction on pending customer issues, especially those awaiting confirmation from banks.
Accessibility & Attitude
- Remain accessible and responsive to client needs.
- Display energy, ownership, and passion in delivering excellent support to banks and clients.
Process Control & Compliance
- Ensure adherence to process controls within the unit.
- Complete additional unit-related activities in a timely and compliant manner.
Qualifications :
- Technical & Process Proficiency: Basic system knowledge and understanding of operational workflows to provide Level 1 support and resolve client issues effectively.
- At least 1 year of experience in Card operations (Issuing preferable)
- Good Systems Knowledge.
- First Level Resolution Skills
- Communication & Problem Solving: Strong interpersonal skills to manage client interactions, escalate appropriately, and collaborate across teams to resolve high-impact issues.
- Excellent English & Arabic language skills
- Customer-Centric Mindset: Demonstrates ownership, responsiveness, and commitment to delivering excellent service while ensuring compliance with internal controls.
- Strong problem-solving and analytical skills.
- Ability to manage multiple priorities and work under pressure
